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Samuel Velho

Entrou em 06 de set. de 2023

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Última atividade em 08 de out. de 2024

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Samuel Velho comentou,

Comentário na comunidade Q&A - Workforce management

Hi Jessica,

Thank you for reaching out regarding the behaviour of the Chrome Extension; we've received your feedback and will soon react to it and provide you with further assistance.

Thank you in advance for your attention on this matter.

Exibir comentário · Publicado 20 de mai. de 2024 · Samuel Velho

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Samuel Velho comentou,

ComentárioSetting up workforce management (WFM add-on)
Hi Minh Le,
 
You can reach out to the Support Team to receive further assistance on the Sandbox setup by following the steps described on this article:
 
Contacting Zendesk Customer Support
 
And we'll be on the lookout for your request :)  

Exibir comentário · Publicado 05 de abr. de 2024 · Samuel Velho

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Samuel Velho comentou,

ComentárioReporting on workforce performance (WFM add-on)
Hi Steve,
 
The Admin Log tool that you have access to is a Tymeshift Legacy feature, currently deprecated.
 
The Audit Log mentioned on this article belongs to our newly released features (V2), and it's currently in General Access for all V2 accounts; if you are interested in having access to this feature or migrate to a V2 only environment, please reach out to our Advocacy Team and we will assist you accordingly.

Exibir comentário · Publicado 25 de mar. de 2024 · Samuel Velho

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Samuel Velho comentou,

ComentárioGetting started with Zendesk workforce management
Hi Mohamed,
 
If the user's break ends and there's no ticket to clock into, there are a couple of options that can be considered:
 
. You can set up a General Task that the agent can clock into while waiting on the queue when there are no tickets
 
. You can also set an Automation to trigger after a certain amount of time, so that whenever the defined amount of time for the break is reached, the Automation can place the agent on a different Task (or even Untracked) according to what you've selected.
 
Do note that the Automations are an Early Access feature so they can only be enabled per request for your account; if this option interests you, please reach out to Tymeshift's Advocacy Team directly: Contacting Zendesk Customer Support

Exibir comentário · Publicado 25 de jan. de 2024 · Samuel Velho

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Samuel Velho comentou,

ComentárioGetting help with Zendesk Workforce management (WFM)

Hi Tatiana,

Thank you for your feedback, I'll make sure to share your input with my team for future improvements.

In the meantime, I would just add here the suggestion of checking out this video: Diving Deep: Real Time & Historical Report where we deep dive into the Agent Activity feature (starting at 12.26 mark)

Do reach out should anything else come up

Exibir comentário · Publicado 12 de dez. de 2023 · Samuel Velho

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Samuel Velho comentou,

ComentárioGetting help with Zendesk Workforce management (WFM)

Hi Tatiana,

Seems like we had a small hiccup with the article publishing; this has now been resolved and the link replaced with the following article: About the Agent Activity page

hope this helps!

Exibir comentário · Publicado 11 de dez. de 2023 · Samuel Velho

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